Technical Account Manager

Fortinet, Inc.; Roma; In loco; EUR 60.000 - 80.000; Tempo pieno

Descrizione del lavoro

A cybersecurity company is seeking a Technical Account Manager based in Rome. In this role, you will analyze customer technical needs to provide tailored support, ensuring optimal product performance and customer satisfaction. The ideal candidate will have over 6 years of experience in technical support, a degree in Computer Science, and solid knowledge of networking protocols and security technologies. This position requires strong troubleshooting skills and effective communication with clients.

Competenze

• Minimum of 6 years of experience in a technical support/post-sales role.
• Fortinet certification FCP, FCSS, FCX or NSE4/7/7 is an advantage.

Mansioni

• Develop a deep understanding of customer needs to provide technical support.
• Become a trusted advisor by guiding customers with recommendations.
• Run advanced troubleshooting on Fortinet products.
• Manage customer communications until case closure.
• Produce service reports for stakeholders.

Conoscenze

Understanding of data networking protocols (TCP/IP)

Hands-on experience on security products

Strong troubleshooting and solving skills

Customer management experience

Strong interpersonal and communication skills

Formazione

Bachelor's degree in Computer Science or related field

Strumenti

Fortinet products knowledge

Descrizione del lavoro

• Job Schedule Full time

Job Description

As Technical Account Manager you will develop a deep understanding about the customer business/technical needs that will be used to provide technical support solutions tailored to their needs and challenges. Your proactive guidance will help keeping the customers mission critical environments healthy by identifying potential issues before they become problems and improving the overall customer experience via best practices and technical recommendations that will optimize their return of investment.

If you are keen in helping customers achieving their strategic objectives while working on cutting edge security products then come and join our team.

Key Responsibilities

• Develop a deep understanding about the customer business/technical needs to provide technical information, guidance and support
• Become a trusted advisor by proactively guide your customers with technical recommendations and best practices
• Run advanced troubleshooting on the full range of Fortinet products, reproduce customer environments on lab equipment, recommend potential new solutions
• Take initiatives and ownership of customer incidents to drive for timely resolutions
• Manage customer communications and expectations until the closure of each case
• Participate in customer conference calls or face to face customer meetings
• Produce service reports to summarize service activity and performance for key stakeholders
• Report Software/Hardware related issues to R&D department and assure follow-up

Skills and Attributes Requirements

• Good understanding of data networking protocols, specifically TCP/IP, routing and switching
• Hands‑on experience on security products and technologies (e.g. Firewalls, IDS/IPS, DDos, VPN, Web Application Firewall)
• Strong troubleshooting and solving skills
• Face to face and remote customer management experience
• Previous experience in a technical support position with telco or large enterprise space.
• Strong interpersonal and communication skills
• Previous experience on Fortinet products is an advantage

Educational and Experience Requirements

• Minimum of 6 years of experience in a technical support/post‑sales role
• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent experience.
• Fortinet certification FCP, FCSS, FCX is a distinct advantage (OR A VALID NSE4/7/7)

office contract - 4 days a week in office Milan or Rome